The International Omni-Channel Management (OCM) Oncology role is responsible for advancing OCM capabilities and partnering with International Oncology Brand Teams to ensure execution, in close partnership with Customer Excellence, Marketing Analytics and Business Intelligence (MABI), Business Technology Solutions (BTS), and leaders across International Area, and Affiliate levels.

This role is accountable for strengthening Customer Journey design, content strategy, digital excellence, analytics, and AI-enabled innovation to improve impact across brands and affiliates. It plays a key role in embedding, advancing, and measuring Advanced Customer Experience (ACE) progress across brands, while driving digital strategy and enabling the adoption of scalable OCM practices across the Oncology portfolio.

This role requires deep Oncology knowledge and a strong understanding of pharma market dynamics, particularly across external communication channels and customer experience, along with strong digital fluency.

The ideal candidate brings strategic thinking, strong organizational capability, and the ability to translate priorities into clear, executable plans in collaboration with multiple functions and stakeholders and ability to interpret and analyze data, along with the capacity to suggest and implement ongoing improvements to processes

As a coordinator across functions and geographies within the Oncology organization, this person must demonstrate exceptional communication skills, a strong sense of accountability, and the ability to drive OCM transformation, accelerate ACE execution, and enable the consistent sharing of best practices across the globe.
 

Key Responsibilities

Drive a unified digital strategy framework, strengthening channel performance, accelerating ACE integration and expansion across fully activated and launching brands, and ensuring the Reimagine Content Model (RCM) is embedded across the Oncology portfolio.

Lead OCM capability building and customer engagement strategy across Oncology

• Lead the OCM process to strengthen capabilities across Affiliates and Areas and define the framework for how Affiliates can implement the OCM ecosystem.
• Support the shaping of Brand Customer Engagement Strategies through a customer-centric approach that enhances the HCP OCM experience and advances the embedment of the Reimagine Content Model (RCM) across the Oncology portfolio.
• Ensure alignment to drive affiliate localization and execution of customer engagement tactics, with a consistent focus on brand priorities, segmentation, and customer needs.

Advance ACE and digital transformation across channels and brands

• Advance ACE across brands by embedding and expanding the model across fully activated and launching brands, while measuring progress through orchestrated journey design and implementation to enable data-driven decisions.
• Lead orchestration for ACE pillars across channels, including IFT, Digital, P2P, Congresses, and other relevant touchpoints, while driving implementation of the unified digital strategy framework across the Oncology portfolio.
• Strengthen AbbVie Pro channel performance within the broader digital ecosystem and channel strategy, while supporting the evolution of the International OCM approach through customer experience, content optimization and analytics.

Drive cross-functional coordination, governance, and capability enablement

• Coordinate cross-functional working groups with key business partners to ensure alignment and effective OCM and ACE execution, and work in partnership with MABI to understand market trends and report on gathered insights.
• Lead OCM governance by establishing clear frameworks and priorities, integrating ACE metrics into monthly reviews, and driving a close-the-loop process that turns insights into action.
• Act as an Oncology OCM Subject Matter Expert to coach, guide, and elevate team capability, strengthening readiness for customer-centric marketing and AI-enabled ways of working while fostering a culture of collaboration, innovation, and continuous improvement.

Key Stakeholders
• Oncology GMs, INBT Leads and Marketers
• Customer Excellence, BTS, MABI and Learning teams
• Affiliates and Areas’ Leads